We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 2542 results
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Decision Reference DRN-2842808
31 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2842808 The complaint Ms I complains that NewDay Ltd trading as Debenhams (“NewDay”) refused to refund several disputed transactions made using her credit card. What happened Ms I was on a shopping trip in the run up to Christmas. She’d made several purchases using her NewDay credit ca... (4 pages)View decision -
Decision Reference DRN-2978320
31 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2978320 The complaint Mr M complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened In August 2019, Mr M applied for an Aqua credit card. It was approved with a limit of £1200. Mr M complains that Aqua couldn’t have done enough checks – he couldn’t affo... (2 pages)View decision -
Decision Reference DRN-2945141
26 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2945141 The complaint Mr N complains that NewDay Ltd trading as Aqua irresponsibly allowed him to open a credit card account and later increased his credit limit which was unaffordable. What happened Mr N says Aqua shouldn’t have allowed him to open the credit card account and shouldn’... (2 pages)View decision -
Decision Reference DRN-3015664
26 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3015664 The complaint Mr P complained that NewDay Ltd trading as Aqua offered him a refund of fees, but didn’t pay that, and instead kept charging him additional fees. He said he complained, but NewDay never responded, it just applied a default to his account without warning. What happ... (5 pages)View decision -
Decision Reference DRN-3011355
24 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3011355 The complaint Mr B complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr B applied for a credit card with Aqua in March 2015 and it was agreed with a limit of £250. Increases were then made as follows: Date Limit March 2015 (new card) £250... (4 pages)View decision -
Decision Reference DRN-3003992
23 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3003992 The complaint Mr H complains that after he took out a credit card with NewDay Ltd, it repeatedly increased his credit limit. He said that none of this lending was affordable for him, and he got into financial difficulties. What happened Mr H said he took out a card with NewDay... (4 pages)View decision -
Decision Reference DRN-2968482
20 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2968482 The complaint Mrs A complains that NewDay Ltd didn’t refund payments she disputed on her credit card account and has registered a default. What happened Mrs A contacted NewDay to report a number of payments made using her card in Amsterdam as fraudulent. These came to nearly £2... (4 pages)View decision -
Decision Reference DRN-2954415
18 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2954415 The complaint Mr E complains that he was declined for a credit card by NewDay Ltd (NewDay). What happened In September 2020, Mr E applied for an Amazon credit card from NewDay. They declined his application. Mr E complained. He wanted to know why he was declined. He now can’t g... (2 pages)View decision -
Decision Reference DRN-2955123
18 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2955123 The complaint Mr F complains that NewDay Ltd irresponsibly allowed him to open three credit card accounts which were unaffordable and also increased the credit limit on one of the accounts. What happened Mr F says he opened three NewDay credit card accounts all of which were un... (3 pages)View decision -
Decision Reference DRN-2949393
18 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2949393 The complaint Miss R complains that NewDay Ltd trading as Aqua (Aqua) didn’t refund fraudulent payments to her account or adjust the interest. What happened Miss R had an Aqua credit card. In March 2018, there were suspected fraudulent transactions on her account. Her card was ... (3 pages)View decision